In order to have great customer service (which is essential to running a successful business), employees must be knowledgeable about company products and services. Without proper knowledge of store policy, products, services, ect., an employee is unable to provide useful customer service. This leads to dissatisfied customers, which ultimately leads to absent customers. Although this goes without saying, without the customers, it is virtually impossible to make any profit. This scenario is exactly what happened to Sears in the early nineties, when the downfall of the company began. Sears employees started to demonstrate a complete lack of knowledge when it came to store products and policies. Customers became irate with the lack of proper service
